Working in AISAR chat: conversations, filters, quick replies

The Chat section is where an operator lives — every conversation from every channel in one window. Here's how conversations and the left-hand filters work, what "awaiting reply" means, how to assign a conversation to yourself or a team, and how to drop in a quick reply instead of typing from scratch.

What you need to know

A conversation groups all communication with a single contact, even across several channels — unlike a thread, which belongs to one specific channel.
The Chat section is gated by the user's role and permissions — which conversations are visible depends on which channels and teams you have access to.

The filters on the left

The left panel of the Chat section groups conversations into blocks:

Filter	What it shows
All conversations	The full list, unfiltered.
Awaiting reply	Conversations whose last message is from the customer and hasn't been answered yet. The counter next to this filter is the most important one — it's usually what a team's reply SLA is measured against.
Unread	Conversations with unread inbound messages.
Assigned to me	Conversations where you are the assigned operator.
Assigned to my team	Conversations assigned to a team you belong to — shown only when the company has teams set up.
Unassigned	Conversations nobody has been assigned to yet — usually the first place to check at the start of a shift.
Archived	Conversations sent to the archive — excluded from every other filter and counter.
Groups	Group chats (WhatsApp or Telegram groups, for example) kept apart from one-on-one conversations.
Calls	Shown only to operators with telephony access — a call journal instead of a conversation list. More in Calls in AISAR.
AISAR notifications	The platform's own service events (a channel disconnecting, for example) — kept separate from customer conversations.

Below the filters sit the By channels, By funnels, By stages, and By teams groupings — narrow the conversation list by several criteria at once, combined with the filter on the left.

"Awaiting reply" and "no reply needed"

A conversation enters "Awaiting reply" from the moment of the customer's first unanswered inbound message — the same clock an SLA timer, if one is configured, runs on. If no substantive reply is actually needed — the customer just said thanks, say — the conversation can be marked "No reply needed" by hand: it drops out of the awaiting filter and only returns to it once the customer writes in again.

Assigning conversations

A conversation can be assigned to a specific operator, or left with a team — the conversation's participants are managed right from the chat panel. An unassigned conversation is visible to everyone with access to that channel, but isn't tied to anyone personally until someone picks it up.

Quick replies

Quick replies (snippets) are pre-written texts the company prepares, optionally with attached files, that an operator inserts into the composer in one action instead of typing from scratch. The snippet library is managed under Settings → Quick replies, and a button above the composer in chat opens the list for inserting one.

Don't confuse quick replies with WhatsApp Business message templates: snippets aren't reviewed by Meta and only work inside an already-open messaging window — see The WhatsApp Business 24-hour window: how it works. Outside the window, an approved template is required, not a snippet.

Common issues